Complaint Investigation Training

This full day workshop is ideal for those who want to develop their complaints investigation skills. The workshop will explore the reasons why a positive ethos towards complaints, and customers who complain, is important together with the logical steps to be followed when conducting the investigation of a complaint.

You will learn how to identify those key areas that will improve your ability to get it right first time and practice methods that will help you to prepare effective written response to complaints. Gain, also, the necessary knowledge and skills you require to create clear, structured responses. Find out how using the right tone of language and encouraging dialogue will aid resolution rates.

Course title:

Investigating complaints professionally and fairly

Dates and venues:

Various – contact us for more details

Duration:

1 Day

Cost:

£350 per delegate

SOCAPiE members:

5%-20% discount according to membership category

Each delegate will receive a free one-year Personal membership of SOCAPiE worth £48.

There are two formats for course delivery:

Open courses:

Held throughout the year according to demand from individual delegates

In-house:

Held at an agreed time on your premises

Content

What participants will take away

The importance and benefits of good complaints handling

Change of mind set to ensure positive rather than negative rules the day

Six steps to effective resolution

Understand how active listening, good questioning skills, empathy and action planning are keys to effective resolution

A complete investigation toolkit

Complaint investigation toolkits that can be used to assess complaints, collate and examine evidence, inform decision-making and apply appropriate remedies and redress

How to say "no" to facilitate customer understanding rather than customer fury and frustration

Find out how using the right tone of language and encouraging dialogue will aid resolution rates.

Assertive techniques to be used when responding to complaints

Insights into the various assertive techniques which can help to manage different types of complainers.

Using clear, plain language to resolve written complaints

The art of clear communication. How to be human, person and clear when you response.

Preparing effective written responses to complaints

The structure, format and language of responses.

SESSION

FOCUS

ACTIVITY

OUTCOME

Six steps to resolving complaints

Active listening
Staying calm
Rapport building and empathy
Action and follow up

The customer's "iceberg"
Types of complainers
Seven common blocks to active listening
Thanking
Time speak

Increased awareness of why customers complain
To avoid blocking out vital information
The importance of empathy and empathetic statements

Role and responsibilities of complaints handlers

The role played by complaint handlers and the responsibility they carry

The complaint process and you
Delivering a fair, reasonable and impartial approach

The role of the complaint handler in the complaint handling process
Key considerations for treating customers